3/18/2004
© 2004, Artisoft, Inc.
Thank you for using Artisoft TeleVantage 6.0! This document covers new features, as well as important known issues.
For detailed TeleVantage instructions please refer to the online help and manuals Installing TeleVantage, Administering TeleVantage, Using TeleVantage, TeleVantage Call Center Administrator's Guide, and TeleVantage Developer’s Guide. The manuals are located in PDF format in the \manuals directory of the TeleVantage Master CD and are available as on-line hyperlinked books from the Help menu of the Administrator and ViewPoint applications.
· The TeleVantage Client has been enhanced and renamed to TeleVantage ViewPoint with a new Outlook 2003-style look with a navigation pane, favorite folder list and support for Windows XP themes. The TeleVantage Web Client is now TeleVantage ViewPoint Web Access. To restore the TeleVantage 5.x look and feel select Tools > Options or edit the user in the Administrator. ViewPoint Web Access also has an enhanced look and feel and supports the same new features as the Windows-based ViewPoint application.
· The ViewPoint interface is now localized into Spanish, German, French Parisian and French Canadian. Change your Windows regional settings and start ViewPoint to use ViewPoint in another language.
· While roaming outside of the office, you can use ViewPoint with any remote phone (cell phone, home phone, IP phone, legacy PBX phone), even if you normally use a regular TeleVantage station at your desk and do not have an external station (see above). Two new ViewPoint settings provide this feature. First, when logging in you can specify any remote number as your phone to manage calls using ViewPoint. For example, ViewPoint will call you at the remote number when playing or recording a greeting, or when ringing your phone back to place an outbound call dialed via the ViewPoint dial bar. After logging on using your remote number, you can use the Call Monitor to manage your incoming calls (e.g. transfer, conference, etc) if the ViewPoint option Imitate a station when routing my incoming calls to external numbers is checked. These steps are not necessary for users with external stations.
· The Phonebook Pane replaces the Extensions pane in the Call Monitor, and now includes tabs to display your Extensions or Contacts. This allows you also to drag and drop transfer calls to contacts. Dragging a call over the contacts or extensions tab displays the appropriate list for transferring.
· Routing Lists have been enhanced so TeleVantage can handle your calls differently when you are busy the phone vs. when you are away from your desk. For example, TeleVantage can play an “I’m on the phone greeting” to incoming callers when you are on the phone. Or TeleVantage can play your regular voice mail greeting when you do not answer.
· When you are busy on the phone, the new routing list final action Camp on station can announce “The person you have attempted to reach is on the phone. To hold for your party, remain on the line. Otherwise, to leave a message, press 1. To end this call, press 2." After the announcement, TeleVantage automatically puts the caller on hold until you hang up your station. As soon as you hang up and are available, the caller will ring at your station. The Camp on announcement can be customized.
· Using the extension list, select Camp on Busy on any busy extension to have TeleVantage call you as soon as the user is off the phone.
· You can play any greeting or voice message into a call using the Call Monitor’s Insert Audio command or the Voice Message and Greetings View’s Play Audio Into Call command. This can be useful to review a voice message with a caller, play repetitive “hello” greetings, or play answers to commonly asked questions. You can play audio into any call you own, including parked calls or calls on hold. You can also quickly replay recently played greetings by selecting them from the list.
· You can now drag and drop phone numbers from applications such as Outlook, Word or Internet Explorer into the ViewPoint Call Monitor or ViewPoint Dial Bar to place calls. This feature also works when dragging and dropping IP addresses to call IP numbers. You can also drag and drop numbers from the ViewPoint Notes pane, e.g. while listening to a voice message you may transcribe the caller’s number into the Note pane and can now drag and drop to call them back.
· You can optionally publish your personal numbers such as mobile, home and other “My numbers” by marking them as Public. Other users can call one of your public numbers by selecting your name from the Extensions list and selecting a public number to dial. In addition, when making calls into TeleVantage from your Public numbers (e.g. from your house), TeleVantage will identify the call as coming from you – without a matching contact and without logging in. This allows other users to set up call rules for you that work not only when you call from your extension, but also when you call from your home number or cell number.
· ViewPoint’s functionality can now be extended with Add-Ins. Add-ins are custom applications that enhance ViewPoint with custom menus, toolbar choices and automatic processing. A sample “Reverse Phone Number Lookup” sample Add-in is included that displays a web page (e.g. Google) to look up the phone number for a call, contact, voice message or call log entry. Select Tools > Add-in Manager to add or remove Add-Ins. Add-ins can be created with the included TeleVantage SDK
· With the proper permissions, users can now monitor, coach, and join other users' regular calls, using the Actions > Supervise command in the Extensions list or Call Monitor. The supervising user must have permission to monitor, coach or join other user calls and the target user must be configured to permit being monitored, coached or joined. You cannot use this feature on ACD Workgroup calls (you must use Call Center Queues for this functionality.)
· Instead of clicking on a call to supervise, with the proper permission you can now supervise a user’s or agent’s current call from the Extensions list or the Queue Monitor’s Agent statistics pane. If an agent is on a non-queue call, you cannot supervise them unless you have permission to supervise his or her personal calls too.
· Parked calls can now be displayed in the Call Monitor main window so they can be easily accessed by operators. Right click any Call Monitor tab, select Show Tabs, and check Show all parked calls.
· Select File > Use a different station to quickly change ViewPoint to use to a different remote number or station.
· TeleVantage Contacts can now include up to two email addresses and one IM (instant messaging) address. Currently these fields are only for Client API users and Add-Ins.
· You can now lock ViewPoint window layout in place, to prevent accidental resizing or closing of panes by clicking Lock the Layout from the View menu. You can also lock the current ViewPoint view (folder) in place, to prevent switching to another view or folder by selecting Prevent Switching Folders from the View menu.
· You can now hide, show, and reorder the tabs in the Call Monitor view by right clicking any Call Monitor tab and selecting Show Tabs
· Index buttons have been added in nearly every view so you can quickly find an item based on the alphabet. You can turn Index buttons on or off via the View menu
· New ViewPoint command line options allow you to create shortcuts for all new ViewPoint log on options in case you regularly want to use ViewPoint from different phones. See the Appendix F of Using TeleVantage for details.
· The Tools > Options dialog box has been streamlined and reorganized.